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Description
Hug Your HatersBy: Jay Baer Haters are not your problem. . . . Ignoring them is. Eighty percent of companies say they deliver outstanding customer service, but only 8 percent of their customers agree. This book will help you close that gap by reconfiguring your customer service to deliver knockout experiences. The near universal adoption of smartphones and social media has fundamentally altered the science of complaints. Critics (haters) can now express their
By: Jay BaerHaters are not your problem. . . .
Ignoring them is.
Eighty percent of companies say they deliver outstanding customer service, but only 8 percent of their customers agree. This book will help you close that gap by reconfiguring your customer service to deliver knockout experiences.
The near-universal adoption of smartphones and social media has fundamentally altered the science of complaints. Critics (“haters”) can now express their displeasure faster and more publicly than ever. These trends have resulted in an overall increase in complaints and a belief by many businesses that they have to “pick their spots” when choosing to answer criticisms.
Bestselling author Jay Baer shows why that approach is a major mistake. Based on an extensive proprietary study of how, where, and why we complain, Hug Your Haters proves that there are two types of complainers, each with very different motivations:
·Offstage haters. These people simply want solutions to their problems. They complain via legacy channels where the likelihood of a response is highest—phone, e-mail, and company websites. Offstage haters don’t care if anyone else finds out, as long as they get answers.
·Onstage haters. These people are often disappointed by a substandard interaction via traditional channels, so they turn to indirect venues, such as social media, online review sites, and discussion boards. Onstage haters want more than solutions—they want an audience to share their righteous indignation.
Hug Your Haters shows exactly how to deal with both groups, drawing on meticulously researched case studies from businesses of all types and sizes from around the world. It includes specific playbooks and formulas as well as a fold-out poster of “the Hatrix,” which summarizes the best strategies for different situations. The book is also filled with poignant and hilarious examples of haters gone wild, and companies gone crazy, as well as inspirational stories of companies responding with speed, compassion, and humanity.
Whether you work for a mom-and-pop store or a global brand, you will have haters—and you can’t afford to ignore them. Baer’s insights and tactics will teach you how to embrace complaints, put haters to work for you, and turn bad news into good outcomes.
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4.4 ★★★★★
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Product Reviews
★★★★★ 5
Bouncy and durable
Color: Four colors, Size: 5cm (ball only), Color: Four colors, Size: 5cm (ball only)
These balls are awesome - bouncy and super durable for my little guy!
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Reviewed in the United States on May 17, 2026
★★★★★ 5
Great quality
Color: Four colors, Size: 5cm (ball only)
I was very surprised that these are as good as the chuck it balls. I have a super chewer and he’s tears balls up except for chuck its and he can’t tear these up.
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Reviewed in the United States on May 15, 2026
★★★★★ 5
Happy pup
Color: Four colors, Size: 5cm (ball only)
Small but bouncy. Pupper loves them.
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Reviewed in the United States on May 3, 2026
★★★★★ 5
Awesome price for quality balls
Color: Four colors, Size: 5cm (ball only)
These balls are super bouncy and durable. My dog loves them and for the price these are totally worth it! I think they are as durable as nerf balls and equal in size, and much cheaper!
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Reviewed in the United States on November 19, 2025
★★★★★ 1
Rope comes out at the slightest force. Pointless tug toy!
Color: Four colors, Size: 6cm (with rope)
If your dog pulls on these (and why wouldn’t he?), the rope immediately comes out. Turns out they just fuse the ends of the nylon rope together, which is no match for a dog playing tug. Any dog, any level of pulling will dismantle these.
We’ve managed to reinsert the rope to a couple of these and KNOT it, which gives you a shorter rope but a toy that can withstand some play. But if I had wanted a DIY toy, I’d have used the balls and rope I already own.
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Reviewed in the United States on December 11, 2025